Employee Journey Expert

1 week ago

Melbourne, Victoria, Australia ANZ Banking Group Full time

Req ID: 68343

Department:
DEEx Service and Systems Team

Division:
Talent & Culture

Location:
Melbourne

About Us


At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

About the Role


As an Employee Journey Expert in our team, you'll play a key role in helping to enhance our customers' experiences by analysing, designing, and optimizing their end-to-end journeys across various touchpoints.

You will collaborate with cross-functional teams to ensure seamless, efficient, and delightful customer interactions that align with our company's strategic objectives.

You will be responsible to working with our Product Owners, Technology representatives and key stakeholders supporting our core strategic platforms (i.e. SuccessFactors) within the ANZ Group.


Banking is changing and we're changing with it, giving our people great opportunities to try new things, learn and grow.

Whatever your role at ANZ, you'll be building your future, while helping to build ours.

Role Type:
Permanent

Role Schedule:
Full-time, 40hrs/week

Role Location:
Melbourne/Sydney, OR India

What will your day look like?

As an Employee Journey Expert, you will:

Journey Mapping:
Create detailed customer journey maps to identify pain points, opportunities, and areas for improvement.

Customer Insights:
Collect and analyse feedback and data to understand their needs, preferences, and behaviours.

Process Improvement:
Develop technical requirements and implement solutions in order to streamline processes and enhance the overall customer experience.

Cross-functional Collaboration: Work closely with operational teams, SuccessFactors SME's and technical support teams to ensure a best possible and consistent customer journeys. Collaborate with teams to help with planning and prioritise work

Testing Excellence:
Develop testing requirements/scripts and perform testing where required in order to ensure accurate and timeous operational support

Performance Metrics:
Establish and monitor key performance indicators (KPIs) to measure the effectiveness of journey improvements.

Innovation:
Identify and incorporate industry best practices and innovative solutions to stay ahead in delivering exceptional customer experiences.

Reporting:
Prepare and present reports on journey performance, improvements, and outcomes to senior management.
What will you bring?

To grow and be successful in this role, you will ideally bring the following:
Good understanding of HR systems and processes including SAP SuccessFactors (i.e. Employee Central, Time & Leave, Role Based Permissions and more.)
Demonstrated experience in working on projects that have had a positive impact on business operations using HR insights
Ability to prioritise and manage conflicting priorities, teamwork, attention to detail
Demonstrated experience in HR Cloud Solution Design principles

You're not expected to have 100% of these skills.

At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we'd love to hear from you.

So why join us?


From the moment you join ANZ, you'll be doing meaningful work that will shape a world where people and communities thrive.

But it's not just our customers who'll feel your impact. you'll feel it too.

Because at ANZ, you'll have the resources, opportunities, and support you need to take the next big step in your career.

We're a diverse bunch at ANZ in different roles, different locations, doing different things. That's why we have a range of flexible working arrangements, so our people can 'make work, work for them'.

We also provide a range of benefits including access to health and wellbeing services and discounts on selected products and services from ANZ and more.


Job Posting End Date: 12 June :59PM, Melbourne)

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